The following letter was sent to Ski Pro Shop, Jan 14, 2017. To date, no response. Decide for…read moreyourself.
"Over the years I have visited your business several times, making numerous, varied purchases:
Three years ago my partner and I both bought roller blades and accompanying gear;
Two years ago, my partner purchased downhill skis;
For three winter's running, I rented your ski equipment;
Last year, rather than renting, I made the leap and purchased my own equipment from you.
I have repeatedly referred friends to the Ski Pro Shop.
But yesterday I had an experience in your store that has left me disillusioned and frustrated. I am now re-thinking the satisfactory experiences I have historically enjoyed at your store, imagining they have been so, only because I was there with cash in hand to spend.
I'm sure you will remember my visit yesterday. I returned with ski boots I had purchased from you last year, the boots that were recommended to me by your staff, the boots your staff assured me were a proper fit.
I explained to you that although I am still happy with the purchase, after less than 10 wears, unfortunately I am having significant issues trying to fit them tight enough. I am fastening the straps to the extreme end of the buckle's tightening mechanisms and have no way to manage a more snug fit.
I showed you where we had switched a couple buckles on the boot in order to try and fix the problem ourselves, but that this had not entirely solved the problem.
After examining the boots, you said there was no way for you to alter the buckles in-store, no way you could switch out any of the buckling/pin mechanisms in order to alleviate the problem. You thought perhaps it might be possible to order different buckles, or thought maybe you could "glue some memory foam" on the inner boot in order to add additional girth from the ankle up.
Although we were far from a solution to my problem, you hurriedly excused yourself to assist other customers, customers who, despite coming in after me, appeared as though they might want to make a purchase.
Admittedly, I was not terribly upset at your leaving, as I assumed the woman who was at the counter with us would continue dealing with me; it was very quickly obvious she either had no intention of doing so, or didn't have the capacity to. Regardless, it would have been reasonable for this employee to go and attend to your customers in order that you could return to me. And that could have been initiated by either of you, but that didn't happen.
On hindsight, I realize it probably wasn't possible at all for this individual to assist me. And this is maddening, for you surely knew this when you abandoned me to chase a potential sale.
And so I waited at the counter for your return. I wandered the store a couple minutes. I returned to your clerk to ask if she could get me some of the foam you spoke of, explaining I would try to glue it on at home myself. Predictably, she had no idea what foam you were referring to; nor did she care to find out. She turned her back and left me standing there. Ignored. Again. Without any notion as to what I should expect for further service.
I idly looked around the store some more, and after waiting a short while longer, feeling entirely dismissed as a 'disposable client', I left. Apparently to no concern of yourself or anyone in your employ. I don't anticipate I'll be returning. Nor do I anticipate I'll hesitate sharing my experience with anyone who asks my advice on where to go for sports equipment or service.
I have always believed the measure of a business is not so much in its ability to provide a solid product, that is not difficult to find these days; the true value of a business, its genuine worth lies more so in the personal service offered when an issue arises after the purchase, when a customer returns for help. In my case, with all due respect, Sir, your Ski Pro Shop has proven itself inferior in its offering of inarguably inattentive, unreliable and disrespectful service."
